Join the American Airlines Team and Elevate Your Career
Are you ready to explore a world of possibilities and take your career to new heights? American Airlines is seeking an experienced Customer Service Manager to join their team on a full-time basis. As a Customer Service Manager, you will play a critical role in driving operational excellence, ensuring a safe and secure environment, and delivering exceptional customer service.
About American Airlines and the Customer Experience Division
American Airlines is a leading global carrier, connecting people and communities around the world. The Customer Experience Division is committed to providing a world-class travel experience, and as a Customer Service Manager, you will be an integral part of this effort. With a strong focus on safety, security, and customer satisfaction, you will lead a team of frontline colleagues to achieve operational excellence and deliver exceptional customer service.
Key Responsibilities
- Drive Operational Excellence: Ensure a safe and secure environment, and drive operational excellence to deliver exceptional customer service.
- Lead and Develop Frontline Colleagues: Mentor and coach frontline colleagues to develop their skills, knowledge, and abilities, and to drive customer service excellence.
- Build Effective Relationships: Establish and maintain effective relationships with colleagues, stakeholders, and customers to drive collaboration and achieve shared goals.
- Manage Resources and Priorities: Effectively allocate resources and prioritize tasks to achieve operational goals and objectives.
- Ensure Compliance and Safety: Ensure compliance with company policies, procedures, and regulatory requirements, and maintain a safe and secure work environment.
- Communicate Effectively: Communicate effectively with colleagues, stakeholders, and customers to drive collaboration, resolve issues, and achieve shared goals.
- Analyze and Resolve Issues: Analyze and resolve customer complaints and issues in a timely and effective manner.
- Drive Employee Engagement: Foster a positive and inclusive work environment that encourages employee engagement, motivation, and retention.
Essential Qualifications and Skills
To be successful in this role, you will need:
- Bachelor's Degree: A Bachelor's degree in a related field is required.
- Previous Customer Service Experience: Previous experience in a customer service environment, preferably in the airline industry.
- Leadership Experience: A minimum of 3 years of experience leading and managing a team.
- Knowledge of Company Policies and Procedures: Knowledge of company policies, procedures, and regulatory requirements.
- Excellent Communication Skills: Excellent communication, interpersonal, and problem-solving skills.
- Ability to Work in a Fast-Paced Environment: Ability to work in a fast-paced environment and prioritize tasks effectively.
- Microsoft Office Skills: Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
- USPS Clearance: Ability to obtain USPS clearance, which requires a 5-year US residency requirement.
Preferred Qualifications and Skills
In addition to the essential qualifications and skills, the following are preferred:
- Knowledge of JCBA: Knowledge of the Joint Collective Bargaining Agreement (JCBA) and ability to apply it in daily interactions with frontline colleagues and local union leaders.
- Experience in a Unionized Environment: Experience working in a unionized environment and ability to navigate complex labor relations issues.
- Data Analysis Skills: Ability to analyze data and metrics to drive business decisions and improve customer service.
What You'll Get
As a Customer Service Manager at American Airlines, you will be eligible for a range of benefits and rewards, including:
- Competitive Salary: A competitive salary of $25 per hour.
- Medical Benefits: Comprehensive medical benefits, including health, dental, vision, and prescription coverage.
- Wellness Programs: Access to wellness programs and resources to support your physical and mental well-being.
- 401(k) Program: Eligibility to participate in the 401(k) program, with company matching contributions available after one year.
- Additional Benefits: Additional benefits, including employee assistance programs, pet insurance, and discounts on hotels, rental cars, and travel.
Company Culture and Work Environment
At American Airlines, we are committed to creating a diverse and inclusive work environment that values the contributions of all employees. Our 20+ Employee Business Resource Groups provide opportunities for employees to connect with colleagues, customers, and communities, and to develop their skills and knowledge. We are proud to be an equal opportunities employer, and we welcome applications from diverse candidates.
Career Growth and Development Opportunities
As a Customer Service Manager at American Airlines, you will have opportunities for career growth and development, including:
- Leadership Development: Opportunities to develop your leadership skills and knowledge through training and development programs.
- Career Advancement: Opportunities for career advancement to senior leadership roles within the organization.
- Cross-Functional Training: Opportunities for cross-functional training and development to broaden your skills and knowledge.
Apply Now
If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please click the "Apply Now" link to submit your application.
We look forward to hearing from you and exploring how you can contribute to the success of American Airlines.
Apply Now